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Dental practices are expected to have a quality assurance system in place to monitor services and improve them if necessary.
Asking patients if they drink or smoke often forms an important part of a consultation and treatment plan - but it can feel intrusive.
A practical guide to the statutory duty of candour and your obligations.
Patients and dental professionals may sometimes have different expectations about the outcome of treatment.
A properly composed written response is a crucial part of the overall complaints procedure.
When practices are being publicly vilified for problems outside their control, communication is the best form of defence, says DDU head John Makin.
Everyone in the dental team has a role to play in contributing to good patient care, so it's important to know how to work together well.
Most dental professionals will receive a complaint from a patient at some time in their career, so understanding why they occur is vital.
Communication is a two-way process. Listening to patients and understanding their wishes and expectations is as important as talking to them about their care and treatment.